By Des Janes, Managing Director,WEM Solutions Pty. Ltd
Competitive advantage is no longer based on meeting customer demands. Exceeding those demands is what sets companies apart in today’s economy. “Customer experience [CX] is the new marketing battlefront”, according to Gartner. Long waiting times, low first-time resolutions and agents not having the right information – not being able to solve these problems is frustrating. For both customers and customer service professionals. And, the numbers don’t lie:
61% of customers stopped doing business with at least one company last year because of poor CX – Accenture
Companies should prioritize technologies that focus on what matters most when it comes to CX: Speed, convenience, helpful employees and friendly service. How can company leaders and SMEs consistently unlock value from digital technology investments in a rapidly advancing world?
Jason Bloomberg for Forbes (2018): “Digital Transformation demands that enterprises re-envision their business models, organizational structures and operational workflows at every level. These will be fundamental business transformations”.
Companies and particularly SMEs have been adopting computerisation for communication and information but applications that could have a significant impact on business productivity have very low adoption. The journey from computerisation towards achieving a digital transformation can be characterised by:
Key issues for digital transformation are strategizing for digitalisation change, ensuring agile operations and investment cost effectiveness. Cross functional representation from different business disciplines, including strategy, design, innovation and technology, is important in strategic planning from the outset of digital transformation initiatives – one of the hallmarks of success.
Empowering an organisation to apply a more elastic IT closer to its business needs creates the space for an agile business. All too often a lack of agility is a key pain point for all types of organisations. An approach which enables the development, adaptation and deployment of application functionality at the right pace to meet an organisation’s business demands supports innovation that meets the dynamic market challenges.
New IT solutions are emerging as enablers that are beginning to overcome the challenges of digital transformation. One such solution, no-code application development environment, is expected to expand considerably over the next decade. They bring closer the roles of business user and application developer, facilitating accelerated application development, and enabling a more focussed approach. Application functionality can now be developed that is relevant and immediately usable by the organisation, rather than bundled functionality from which many included features are unnecessary. The benefit of adopting these emerging solutions is that it assists in eliminating investment inefficiencies and establishing the organisation with agility for a dynamic market framework.
No-code application development environments provide a low entry barrier to business application development. They reduce the time it takes to become familiar with the environment to a sufficient level, such that business users can begin to build application functionality. Secondly, the tools in this environment are enablers that accelerate application development, making it possible to deploy new and/or adapted applications at the right time, increasing the likelihood of a higher ROI and functional relevance for users.
The single biggest barrier to digitalisation – cost. Many businesses think that ICT is expensive. What is required is a simple, fast and cost-effective approach to digitalise, build responsive customer touchpoints and automate back-end processes. The rapid application development capability of a no-code application development environment has shown results of effectively reducing the time by up to 80% and hence the costs for deploying new and/or adapted applications.
In summary, undertaking a successful digital transformation is achievable by applying the right digital strategies through the organisation. ICT is an inevitable enabler, and there is a significant emerging technology – no-code application development environment – whose enabling benefits are an accelerated go-to market, reduced costs, adaptability to the market, and a closer alliance between business and IT roles.
Des Janes is the Managing Director of WEM Solutions Pty. Ltd., a solution provider of accelerated, low cost application development solutions. He has over 30 years of experience in the ICT industry, including managing Digital Transformation programs across the APAC region.